Customer Operations Manager

Are you an experienced Customer Operations Leader who enjoys making things work better?

I'm working with an established UK technology business to recruit a Customer Operations Manager to lead its customer-facing service team.

This is an opportunity for someone who can bring structure, improve processes and develop a team, while making a real difference to how customers experience the business.

It's not a traditional customer service management role. We're looking for someone who understands the operational challenges behind delivering great service, particularly when managing complex customer requirements, technical issues, scheduling and resources.

The opportunity

You'll take responsibility for a busy Service Helpdesk, leading the team and improving how work is planned, managed and delivered.

Working closely with the wider service and engineering teams and the commercial leadership team, you'll have the autonomy to review existing ways of working, identify opportunities for improvement and introduce practical changes that make a measurable difference.

Your responsibilities will include:

• Leading and developing the team
  , creating clear expectations, accountability and a positive, productive working environment.
• Improving scheduling and resource planning
  , ensuring field-based teams are deployed efficiently while balancing customer priorities and operational capacity.
• Strengthening case management
  , from the initial customer enquiry through to resolution, with clear ownership and proactive communication.
• Reviewing systems, processes and workflows
  , reducing unnecessary administration, duplication and delays.
• Using operational data and KPIs to identify opportunities to improve productivity, service levels and customer satisfaction.
• Managing complex customer escalations
  , balancing customer needs with commercial and operational considerations.
• Working collaboratively across departments to improve communication, planning and the overall customer experience.

About you

You might currently be managing a technical service helpdesk, field-service coordination team, customer operations function or a complex contact centre.

Your industry background is less important than your ability to lead people, improve operations and make commercially sound decisions.

We're particularly interested in people who can demonstrate:

• Experience managing a busy customer-facing operational team.
• Strong scheduling, resource allocation or workforce planning experience
  , with examples of improvements you've introduced.
• A track record of improving operational processes, systems and ways of working, with measurable results.
• Experience working with CRM, scheduling or service management systems.
• Confidence using KPIs and operational reporting to inform decisions.
• The ability to balance competing customer demands, service commitments, operational costs and available resources.
• Experience handling complex customer issues and working across teams to achieve resolutions.
• A practical, organised and solutions-focused approach, with the confidence to challenge existing ways of working.

Experience in technical services, engineering support, maintenance, facilities management, utilities or field-service operations would be particularly relevant, although we're open to other backgrounds involving complex service delivery.

Why consider this opportunity?

You’ll be joining an established, growing technology business with a strong reputation for quality and customer service.

There’s genuine scope to shape how the operation works, rather than simply maintain existing processes. You’ll have the opportunity to influence systems, improve performance and develop a team that delivers a consistently excellent customer experience.

The business also values developing people internally, so there’s potential for longer‑term progression for someone who demonstrates strong operational and commercial capability.

The package includes:

• Profit‑related bonus scheme
• 25 days’ annual leave plus bank holidays
• Pension and life assurance (3x salary)
• Discounted products and services
• Monday to Friday working pattern

Location:

Cheshire East. This is an office‑based position, so applicants will need to be within a reasonable daily commute.

If you're someone who enjoys getting into the detail, solving operational problems and helping teams work more effectively, we’d be interested in hearing from you.